353 results found
-
Call Queue Members Should Be Able to Reply to SMS using the Call Queue Direct Numbers
Call Queue Members Should Be Able to receive SMS Reply to SMS using the Call Queue Direct Numbers
3 votes -
Turn off AI taking notes with call queue calls
Need the ability to Turn off AI taking notes with call queue calls only
2 votes -
Reject incoming calls in the Queue and do not be routed to the next available member.
Reject incoming calls in the Queue and do not be routed to the next available member.
1 vote -
Reject incoming calls in the Queue and do not be routed to the next available member.
Reject incoming calls in the Queue and do not be routed to the next available member.
1 vote -
Call Queue - Notification and Pickup of Additional Call in Queue When Currently on a Queue Call
Why is it Useful?
-Ability for a call queue user who is currently on a call from the call queue to receive a 2nd call from the call queue. Currently, calls only roll to users who are available in the queue.Who would benefit form it?
-For a small team, if everyone is on a call from the call queue, and a new call comes in, no one is notified of the caller or can pick up the call.
-Sometimes there is an important caller we are waiting for, but have no visibility or ability to pick up.How should…
1 vote -
display number of calls waiting on telephone displays
Add a queue waiting button to phones that can blink when one call is waiting in queue, flash when a definable number of calls greater than 1 are in queue and displays the number of calls in queue when the button is pressed.
1 vote -
Hyperlink to q member
If I choose a user and look at their GROUP MEMBERSHIP section it lists their groups in the form of a hyperlink. Really useful should I want to jump straight to the queue.
But when in a Queue and looking at the CALL HANDLING section, the members are listed in text only.Would be great if they were listed as hyperlinks allowing me to make the jump in the other direction.
1 vote -
Reports about agents being able to "Accept queue calls"
Ability to show a report that shows how many times users enable/disable "Accept queue calls" feature.
3 votes -
Call Queue Routing
In Call Queues / Call Handling & Members / Primary Members - have missed calls for Primary Members route to a secondary Call Queue. When no one answers in that selected Call Queue then the call is routed back to Primary Members' voicemail or the original Call Queue
1 vote -
Call Queue Members Should Be Able to Receive Email Notifications When Unable to Answer Call Queue Calls
Implement an email notification system for call queue members to alert them when they miss calls from the queue.
2 votes -
Option to add External Number into the Call Queues (Group) as Primary Members
I would like to have the ability for an external number to ring alongside our group members in a call queue, either simultaneously or in sequence. I want the calls directed to the call queue to go to both group members and the external number, treating the external number as if it were one of the group members.
1 vote -
Option to add External Number into the Call Queues (Group)
This is useful and convenient when we want to add an external number to group in Call queues.
1 vote -
Allow the same user to be in both the primary call queue and the overflow call queue
Allow the same user to be in both the primary call queue and the overflow call queue simultaneously, by simply adjusting their queue status, rather than removing them from the primary queue when they need to serve as the overflow agent.
2 votes -
Physical phone accept queue calls status
I would like to see a button similar to Cisco's Hlog button on physical phones. This would allow the user to change their status for queue calls from the physical phone instead of forcing them to log in to the application to do so. Possibly with a status light on the button to indicate if they are logged in or not.
6 votes -
Additional option for call queue waiting time to let the call route to 3rd party number
Additional settings/key press/option to let the call route to either voicemail or 3rd party number instead of waiting for the maximum caller and number of callers in the queue to reach.
1 vote -
Block notifications on Add Call Queues in Bulk
When adding call queues in bulk, have a choice to not send template applied notifications to the Queue Managers being imported. Currently when queues are imported, anyone assigned as a Queue Manager is notified a template was applied. This produces a lot of emails to a client when a new system is being setup. The message when completing the import process only mentions the Super Admin and anyone else designated will be notified, not the Queue Managers.
1 vote -
Notification for Returned Missed Calls
Add an indication to show when a missed call from a queue has already been returned by a member. Currently, this information is not available, leading to multiple callbacks to the same customer by different queue members. This creates a significant issue for call tracking and negatively impacts the customer experience and satisfaction.
4 votes -
Manage Ques back for individuals
The manage ques that were on the desktop app is no longer there. I am a member of 3 ques and one I am in once a day for 30 minutes. If I choose to toggle so I dont accept que calls then that stops the other two that I am in all day. The capability of being able for each user to manage was the best. Our Admin people are not always able to monitor and change.
1 vote -
Annoucement for Callers position in Call Queue
Can you create a call queue which has callers waiting and announces which number they are in the call queue before their call is answered.
For example if 10 people are calling and waiting it announces what number they are on the call queue.
1 vote -
Geo Routing for Toll Free Number and local number
Ability to have a custom rule for incoming call from a specific city to be forwarded to a different users or voicemail.
1 vote
- Don't see your idea?